Len Conte   UPA   October 2008
Conversation #8 Developer (10 minutes before study): I’ve decided  to update the code with the latest feedback. Len (sil...
Conversation #7 Len: Now that we’ve completed the study, do you  have any other comments about your experience? Remote c...
Conversation #6 Remote customer: I hear music…is that part of the  study? Len: Yeah…we want to see if you can listen to ...
Conversation #5 Len: What’s that sound I hear? Remote customer: Fire alarms… Len: Feel free to leave ...we can do this ...
Conversation #4 Len: I’m handing over the control of the mouse to  you, how much of my desktop can you see? Remote custo...
Conversation #3  (3-way conversation) Remote Observer: What can you tell me about Jim  (our customer)? Len: He’s got lot...
Conversation #2a Len: I’m sharing. Can you see the application? Remote customer: Actually, I can see your entire  deskto...
Conversation #2b Len: Can you share your desktop? Remote customer: Sure…how does that look? Len: I didn’t know you guys...
Conversation #2c Len: Before I hand over the mouse to you I’m going  to start the recording on this end. Remote customer...
Conversation #1 Len: Lets start with task number 1. Remote participant: [Screaming in PAIN] I think I  just blew out my ...
Anyone with similar experiences?Questions?
8 + or -2 Coversations You Never Want to Have During a Remote Usability Study
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8 + or -2 Coversations You Never Want to Have During a Remote Usability Study

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Cautionary Tales of Remote Usability Studies

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  • 8 + or -2 Coversations You Never Want to Have During a Remote Usability Study

    1. 1. Len Conte UPA October 2008
    2. 2. Conversation #8 Developer (10 minutes before study): I’ve decided to update the code with the latest feedback. Len (silently to self): This should be fun. Customer (10 minutes into study): What do all those red X’s mean ? Len : Let’s ask the developer in the observation room.
    3. 3. Conversation #7 Len: Now that we’ve completed the study, do you have any other comments about your experience? Remote customer: Well maybe you should ask Justin (the sales rep)…he was actually doing most of the driving.
    4. 4. Conversation #6 Remote customer: I hear music…is that part of the study? Len: Yeah…we want to see if you can listen to smooth Jazz and drag & drop at the same time. Seems one of my remote observers has put us on hold!!!
    5. 5. Conversation #5 Len: What’s that sound I hear? Remote customer: Fire alarms… Len: Feel free to leave ...we can do this later! Remote customer: I’m good… I don’t smell any smoke.
    6. 6. Conversation #4 Len: I’m handing over the control of the mouse to you, how much of my desktop can you see? Remote customer: not much …things look really big…I have control now…hmmm every time I click there’s an hourglass…should I REBOOT? Len: errr...I have this really nice paper prototype …
    7. 7. Conversation #3 (3-way conversation) Remote Observer: What can you tell me about Jim (our customer)? Len: He’s got lots of issues…but let’s talk later... Jim are you on the line? Jim (the Customer) : Yup, been here a while… wanna talk about my issues now? Len: Hey Jim, guess you decided to dial-in a little early…howse the weather in Detroit!
    8. 8. Conversation #2a Len: I’m sharing. Can you see the application? Remote customer: Actually, I can see your entire desktop…is that your resume? Len: shhhh
    9. 9. Conversation #2b Len: Can you share your desktop? Remote customer: Sure…how does that look? Len: I didn’t know you guys are into Top Secret stuff! Remote customer: hmm…I think we need a new NDA
    10. 10. Conversation #2c Len: Before I hand over the mouse to you I’m going to start the recording on this end. Remote customer: OK…mind if record the session on this end too…TargetLink will be in next week and we always like to show them stuff you’re working on.
    11. 11. Conversation #1 Len: Lets start with task number 1. Remote participant: [Screaming in PAIN] I think I just blew out my knee!!! Len: Are you OK? Remote participant : NO. Mike scared me, he came in without knocking … I jumped up, and jammed my knee into the corner of the desk… it’s definitely starting to swell! Len: Let’s move on to task 2.
    12. 12. Anyone with similar experiences?Questions?

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